06.6.1 · Skill in Qualitative evaluation
Feedback analysis
Finding patterns in support tickets, reviews and comments.
Feedback analysis tags and groups what users write to find recurring themes. It explains what metrics cannot. Counting themes over time turns anecdotes into evidence, and AI tools now make this much faster.
Resources
2- videoStart hereThematic analysis of qualitative user research data ↗NN/g · 4 min
A quick overview of the same method, for when you need the idea before the detail.
- articleGo deeperHow to analyze qualitative data from UX research: thematic analysis ↗NN/g · 2022 · 15 min
A step-by-step method for turning notes, transcripts and feedback into themes you can defend.
Tools
1- ToolFreemiumDovetail
Research repository for tagging interviews and feedback and finding themes across them.